There has never been a better time to start your career as a Service Desk Analyst with Brunelcare. This is an opportunity to add real value, supporting colleagues across the charity.
So, if you have a passion for IT, enjoy helping people and want to be part of a great team, apply today and be part of something more!
About The Role
There is a clear focus on working proactively, using initiative and communicating with colleagues with differing levels of technical knowledge. You'll be the friendly face, or voice, that our colleagues meet when they have a service request or are facing an IT issue. Your role will be to take down detailed information and offer troubleshooting steps to try and resolve the issue. Alongside this you will also:
* Ensure that all requests logged contain detailed information regarding the issue/request, along with troubleshooting steps taken.
* Escalate tickets to other team members where appropriate to ensure service requirements are met.
* Administer and maintain all account directories, onboarding new starters, offboarding leavers, processing changes, etc.
* Administer and maintain all account directories, and User Lifecycle Management i.e Onboarding new starters (hardware, account provisioning and induction), modification and offboarding.
* Maintain the IT asset register
* Linking in with Support Partners to arrange “site visits” or attend pre-booked appointments, where remote diagnostics are unable to rectify issues; carrying out repairs / replacement to restore services.
* Support the wider Digital Services Team with system upgrades and projects.
This role is based in the office 5 days a week to ensure effective on site support to office teams. The occasional working from home may be agreed on occasion (up to one day in a week where appropriate).
About You
A positive and proactive individual, you will be confidently able to communicate technical concepts clearly to non-technical users. Whilst this role is part of a team, you will need to be confident in working under your own initiative to resolve tickets successfully and escalating appropriately when needed. Alongside this, you will be able to build strong working relationships and give accurate, high quality advice to end-users with varying levels of IT knowledge.
You will have some experience in a technical or customer service role and ideally you will hold your ITIL v4 or be willing to work towards this.
Job Benefits
* Equivalent to 22 days of paid annual leave (excluding bank holidays), increasing to the equivalent of 25 after 5 years’ service (pro-rata)
* Comprehensive and flexible induction provided, with ongoing training and development opportunities to support your career progression
* £200 Refer-a-Friend reward
* Company Sick Pay - linked to length of service
* Care First Employee Assistance Programme (provides a range of free, confidential services) and in-house Mental Health First Aiders available
* Cycle to Work Scheme
* Free enhanced DBS Check
* Plus all the below!
Brunelcare is committed to equity, equality, diversity and inclusion, and this is embedded in our strategy and supported through our policies and processes. We welcome the opportunity to make reasonable adjustments where this would support you to make an application.
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